Guest feedback and Google reviews

Guests rate their visit from 1 to 5 stars on their phone right after paying. The Feedback page (under Growth → Feedback) collects those ratings. The Google review booster sends happy guests to your Google page and keeps unhappy ratings private so you can fix things first. Feedback works on every plan. The Google review booster is included from the Starter plan up.

How guests leave feedback

After a guest orders by QR or online, their order page shows How was everything? once the bill is paid or the order is completed. The guest:

1. Taps 1 to 5 stars.
2. Can add a comment ("What did you love?" or "What could we do better?").
3. Can tick The manager can call me about this.
4. Taps Send feedback.

Guests who rate 1 to 3 stars see that their feedback goes straight to the manager. Guests can change their rating later from the same page.

Reading the Feedback page

Feedback covers the last 30 days for your current outlet:

• Average rating, with stars.
• Reviews: how many ratings came in, and what share of paid QR orders left one.
• Delighted (5★): the share of 5-star ratings, plus the share of unhappy (1–2★) ones.
• A bar for each star level. Click a bar to show only those ratings, and Clear to show all again.

Each feedback card shows the stars, comment, date, guest name (linking to their profile) and order number. Cards with 1–2 stars have a red border. Cards also show ✓ Resolved with your note, or ★ Went on to review on Google.

Setting up the Google review booster

1. On Google, open your Business Profile and copy your "write a review" link. The Where do I find my review link? link on the page explains how.
2. In AirQR, go to Feedback.
3. Paste the link into the box under Google review booster and click Save.

From then on, guests who rate 4 or 5 stars see Post a Google review. Guests who rate 1 to 3 stars aren't sent to Google.

The booster panel shows happy guests asked (4–5★ ratings), went to Google (how many tapped the button) and the click-through rate. Only owners and managers can change the review link.

Following up on 1–3 star ratings

Unhappy ratings from the last 14 days that nobody has dealt with appear at the top under Needs a follow-up. The Overview page also flags them.

For each one:

1. Read the comment. If the guest ticked "The manager can call me about this", the card says happy to be contacted and shows Call and WhatsApp buttons. WhatsApp opens a ready apology message from the manager for you to send.
2. Contact the guest and put it right.
3. Optionally type What did you do? (for example "Called, offered a free dessert next visit").
4. Click Resolved. The card leaves the follow-up list and shows ✓ Resolved with your note.

Aim to call back within a day. Owners, managers and hosts can mark feedback resolved.

Troubleshooting feedback and reviews

• No feedback yet. Ratings only come from QR and online orders, after the bill is paid. POS-only checks don't ask for a rating.
• Happy guests aren't asked to post on Google. Check a review link is saved under Google review booster, and that the Google review booster module is on in Settings → Modules.
• "Paste the review link from your Google Business Profile": the link must be a Google link, such as one starting with https://g.page/ or https://search.google.com/.
• No Call or WhatsApp buttons on a follow-up. The guest didn't agree to be contacted, or gave no phone number.
• I can't edit the review link. Only owners and managers can.

See also Guest profiles and CRM.